24 Hour Fitness, INC. Transaction Processing Representative in Carlsbad, California
LOCATION 1265 Laurel Tree Lane Suite 200 Carlsbad CA 92011
The Transaction Processing Representative is responsible for processing the daily tasks of the department. The position is responsible for processing incoming service requests, payments, payment declines and project requests, including most manual adjustment requests made to member records after point of sale. Requests are initiated through the Member Inquiry system (MI) and the associated case is housed in CRM. Requests are received via email, mail or a call and are submitted by the club, call center and/or back office. The Transaction Processing Representative role is expected to accurately update member records in Zuora while enhancing the Member, Club Member and Team Member experience by providing a high level of customer service.
ESSENTIAL DUTIES & RESPONSIBILTIES
Estimated % of Time Spent
1. Transaction Processing
Understand and administer Membership Policies to ensure daily production results are consistent with established Member Services guidelines.
Comprehend and process information at a fast pace, have the ability to learn, retain and have an understanding of Membership Agreements as they related to company and department policies and procedures.
Analyze and process member-related service requests, payments, refunds, payment declines, and special project requests that are received from clubs, call centers, banks, vendors, and other departments then respond in accordance with established departmental policies, procedures and guidelines.
Calculate and create financial adjustments such as payments, credits, debit and prorated refund transactions.
Update and maintain member records.
Complete the standard number of production units established by the Supervisor and Manager for this position, called personal Service Level Agreements (SLAs).
Route difficult requests beyond scope of representative's ability and/or authority to Lead, Supervisor or appropriate department personnel for resolution.
Communicate anomalies, trends and newly obtained information to the Lead, Supervisor and/or Transaction Processing Manager.
Execute and prioritize daily tasks to ensure critical deadlines are met and quality of work produced meets or exceeds established Service Level Agreements (SLAs).
- Employee Development
Must successfully complete Transaction Processing training program.
Comprehend and analyze member data and make sound decisions based on accumulated facts to ensure the accurate processing of member records.
Maintain working knowledge of Membership Agreements as they related to company and department policies and procedures.
Learn and use Member Inquiry system (MI), Zuora, CRM, Sales24, SharePoint and any associated banking websites to validate that member records are accurately updated on schedule.
Maintain accurate daily statistics of work completed to monitor productivity related to individual Service Level Agreements (SLAs).
Maintain accurate Time and Labor records in compliance with company policies.
- Relationship Development and Special Projects
Work collaboratively with Team Members, Leads, Supervisor, and Manager to ensure completeness of work transacted.
Identify and report anomalies related to system issues, transaction discrepancies, and data sources to Transaction Processing Supervisor or Manager.
The Transaction Processing Representative reports to the Supervisor of the Transaction Processing department. The position interacts with Club Members and Team Members as well as the following departments: Club Operations, Member Support Services, Operations, Accounting, Treasury, Finance, Accounts Payable, Payroll, and Human Resources. This position has no direct reports.
FUNCTIONAL GROUP Corporate Operations